The huge disruption to the economy, and to the way employees work, led many organisations to re-evaluate their technology priorities over the last year. That saw unified communications transition rapidly from an area of increasing interest to an essential tool for business continuity.  According to Simon Vatcher, Managing Director A/NZ,

Shifting consumer and employee values over the past year have created an impetus for organisations to change how they do business.  They have little choice, since we live in an area where consumers increasingly take their best experience in any context and apply it to every context. Industry analysts Gartner

Several high profile Australian businesses brought contact centres back on shore in 2020, keen to deliver better customer experiences and integrate the support division into business processes. But don’t expect the recent trend – which include enterprise giants like Westpac and Telstra – to last, says Avaya, a leading provider